Your voice recordings are stored to improve and further develop the Swisscom Hotline's speech and intent recognition system as well as for training and educating our employees.
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Wish you didn't have to switch back and forth between the receiver and the dial pad, but could simply describe your requests verbally instead? The Swisscom Hotline uses a speech and intent recognition system, which enables us to understand your voice commands and the description of your request. You no longer need to use the dial pad to tell us your request. We're better able to classify your request and thus connect you with the right employee. In the ideal case, you can even directly solve your request on your own via automation.
In order to train and further develop the speech and intent recognition system, Swisscom requires voice recordings of you describing your request (e.g. "I want to to view my bill"). How can I do that?")
These voice recordings are not used for identification or marketing purposes, but solely for the purpose of training and developing our speech and intent recognition system. The voice recordings are stored in encrypted form and without any direct reference to you (such as name or customer number).
Swisscom also records conversations between you and our employees for training and quality assurance purposes. These recordings can be used to train our employees and develop their skills in talking to customers.
If you do not consent to the voice recordings (description of your request as well as the conversation between you and our employees), you can prevent the storage and use of your recording by pressing a key on the dial pad.
Currently, our residential customers can benefit from the speech and intent recognition system on the Swisscom hotline. The existing solution is constantly being expanded. Swisscom provides continuous information about new developments.
A speech recognition system is software that translates speech into text. These types of system are used in areas such as automatic speech recognition, translation of spoken language into written text or translation between two languages. An intent recognition system aims to interpret the meaning of what is said in order to carry out the desired actions.
When you call the Swisscom Hotline, we make recordings of your spoken voice commands and description of your request (for example: "I have a question about my mobile subscription."). We then process these via a speech and intent recognition system in order to connect you with the employee responsible for your request or to resolve the concern with you via automation.
We may also make recordings of the conversation between you and our employees for training and quality assurance purposes.
When calling the Swisscom Hotline, spoken voice commands and descriptions of your request are sent to the speech and intent recognition system and processed for the purposes of improving and further developing it. Processing includes, for example, the collection, storage, management, use, transfer and deletion of voice recordings. Improving this system enables faster connection with the person responsible for the request on the Hotline or makes it possible solve the request in an automated manner.
Even if you object to the recording, you can still use the Hotline as usual. Your voice commands and descriptions of your requests are then only processed in the speech and intent recognition system for the purpose of understanding your request, but are not stored.
If you do not want to use voice control, you can contact us via channels such as webchat, messaging or others. To learn more, visit https://www.swisscom.ch/en/residential/help/contact.html.
No, Swisscom does not create a user profile with your voice recordings. Voice recordings will not be used for identification or marketing purposes. The voice commands are recorded and processed solely for executing your voice commands as well as improving and further developing the Swisscom Hotline speech and intent recognition system. Recordings of conversations between you and our employees may also be used for training and quality assurance purposes.
The speech and intent recognition on the Swisscom Hotline should not be confused with Voiceprint.
Voiceprint was a voice biometric system that was used for identity verification after obtaining the customer's consent. Voiceprint was discontinued in mid-April 2019.
The speech and intent recognition system processes voice commands. Your voice will not be recorded or used for identification purposes.
Your voice recordings are stored to improve and further develop the Swisscom Hotline's speech and intent recognition system as well as for training and educating our employees.
If your call is to be recorded, you will hear a corresponding announcement and have the option to prevent the recording by pressing a key. You can also inform our employees about your objection to the recording at any time or adjust the settings for voice recordings in your My Swisscom (https://www.swisscom.ch/voice-recording/).
Any objection to voice recordings that you have already communicated to Swisscom will be observed.
In addition to automated transcription (transfer of the recording into text), humans may also listen to, transcribe and classify individual speech recordings or compare them with the automatically created transcription. This is done to improve and further develop the speech and intent recognition system. The voice recordings are also used to train our employees and improve their skills in talking to customers. To this end, the employees involved in the interview and the persons training them may listen to the voice recordings.
Voice recordings can be processed by commissioned third parties ('service providers'). Service providers are commissioned in particular as providers of transcription services and of speech and intent recognition solutions or storage capacities. Service providers who process voice recordings are obliged to process these exclusively in accordance with Swisscom's instructions and to permanently delete any voice recordings they receive as soon as the commissioned processing has been completed. Voice recordings are not sold to marketing providers or suchlike.
The files are stored without any direct information about you (e.g. customer number, name, etc.). In order to fulfil customer requests for information or deletion, the voice recordings are provided with an identification key. This is a long sequence of numbers, which alone provides no possibility to draw conclusions about the customer. Only a small group of individuals are able to generate this identification key at the request of the customer. This is only carried out in order to protect the customer's rights as a data subject; its allows the voice recordings that belong to the customer to be identified and, if desired, deleted.
Swisscom and its selected partners in Switzerland process voice recordings exclusively in Switzerland and the EU.
If you do not request deletion of your voice recordings, they will be retained for as long as is necessary for the provision of the service, for the improvement of the speech and intent recognition and for its further development up to a maximum of five years. Voice recordings are reviewed regularly to see if they are still needed. If recordings are no longer required for their intended purposes, they are irrevocably deleted. If your customer relationship with Swisscom is terminated before this juncture, the voice recordings will be deleted at this point.
When you call the Swisscom Hotline, you will hear an announcement about voice recording. You will receive an announcement that your voice commands and descriptions of your requests, as well as the conversation between you and our employees, will be recorded and processed for further development and quality assurance purposes. If you do not want this, you can prevent a recording from being stored and used by pressing the "9" key. You will then hear the following announcement:
"This call will be recorded for the purposes of improving our services. If you do not agree to the recording, please press "9". For more information, please contact our employees or visit swisscom.ch/recording."
You can also change the consent for voice recordings via your My Swisscom: www.swisscom.ch/voice-recording(opens in new tab)
or directly via our employees.
You have the right to obtain information about your personal data that we process in writing and free of charge at any time. You can send us your information requests in writing, enclosing a copy of your identity card or passport, to the following postal or e-mail address.
You also have the right to request the rectification of incorrect personal data. Furthermore, you have the right to have your voice recordings and other personal information deleted, unless we are required to retain some of your personal information under applicable laws and regulations. Finally, you have the right to revoke any consent provided regarding the processing of your personal data and/or to object to the processing of your personal data at any time.
Contact us at:
Swisscom (Switzerland) Ltd
Legal & Regulatory
Data protection
Post office box
3050 Bern, Switzerland
No, both the voice recording itself and the transcripts are deleted.
Swisscom takes the responsible and legally compliant handling of personal data very seriously. Swisscom takes appropriate technical and organisational measures to prevent unauthorised processing of voice recordings. Voice recordings are always stored in encrypted form and without any direct information about you (i.e. without your name, customer number, etc.). Only a limited number of individuals have access to the voice recordings. The stored voice recordings are only processed with reference to your person to fulfil your rights as a data subject; only a small number of persons entrusted with this task can perform this action. This may involve providing you with information about your existing voice recordings or deleting them at your request.
All individuals who have access to the voice recordings are obliged to maintain confidentiality and to comply with appropriate security measures.